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Creating Employee Experiences that Endure -- RedThread Research

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They say that some of the deepest bonds are formed in the fire of difficulty. If that’s true, organizations have an opportunity right now to create enduring connections with employees. However, there is also a real chance that leaders can miss this window, while they are focused on other things. How can you make sure your organization stays on track, despite the current crazy?
 
In this session, Stacia Garr, Co-founder of RedThread Research, and Melissa Arronte, Solution Principal at Medallia, will discuss some of the most critical areas of employee experience in this time of intense change. Drawing on RedThread’s recent employee experience research, the two will address questions such as:
 
How should my organization be thinking about the different aspects of employee experience? And how are those different in our current context?
What guidance should people analytics teams be providing to executives? To employees and managers?
What are other organizations doing to enable better employee experiences?
What’s likely to be different in the post-COVID world, and how do those things relate to employee experience?
 
The session will include examples from companies working on these tough challenges right now, presented so as to also help organizations plan for their long-term employee experience strategy. The session will run for approximately 50 minutes, with 10 minutes for Q&A at the end.

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Creating Employee Experiences that Endure -- RedThread Research

  1. 1. © 2020 RedThread Research. All Rights Reserved. Creating Employee Experiences that Endure Stacia Sherman Garr, Co-founder RedThread Research www.redthreadresearch.com @StaciaGarr, @RedThreadRe Photo by Ricardo Gomez Angel on Unsplash Melissa Arronte, Solution Principal Medallia www.Medallia.com
  2. 2. © 2020 RedThread Research. All Rights Reserved. How we help: • Research • Advisory • Education www.redthreadresearch.com What we do: We’re a human capital research and advisory firm focused on the practices and technologies of: • Learning & Career • Performance • Employee Experience & Engagement • Diversity, Inclusion, Belonging • People Analytics
  3. 3. © 2020 RedThread Research. All Rights Reserved. • Employee experience – what is it and why relevant now? • What has – and hasn’t – changed in the last six weeks? • What different aspects of employee experience should you focus on? • What should you do as you look to the future? Photo by Nathan Dumlao on Unsplash @StaciaGarr, @RedThreadRe Session overview © 2020 RedThread Research. All Rights Reserved.
  4. 4. © 2020 RedThread Research. All Rights Reserved. Employee experience: Employees’collective perceptions of their ongoing interactions with the organization. Source: RedThread Research, 2019. @StaciaGarr, @RedThreadRe © 2020 RedThread Research. All Rights Reserved.
  5. 5. © 2020 RedThread Research. All Rights Reserved. • Emotionally laden events • Everyday exchanges Ongoing Interactions Collective Perceptions EX encounter observe hear organizational practices technology relationships work environment Understanding employee experience @StaciaGarr, @RedThreadRe
  6. 6. © 2020 RedThread Research. All Rights Reserved. Remembering emotionally intense moments Positive experience Negative experience Outlier Outlier End Peak-End Rule Source: Kahneman & Tversky, 1999 @StaciaGarr, @RedThreadRe
  7. 7. © 2020 RedThread Research. All Rights Reserved. How we are working today …and how it is different from just two months ago @StaciaGarr, @RedThreadRe © 2020 RedThread Research. All Rights Reserved.
  8. 8. © 2020 RedThread Research. All Rights Reserved. Working remotely @StaciaGarr, @RedThreadRe
  9. 9. © 2020 RedThread Research. All Rights Reserved. Working from home is changing our workday in meaningful ways 23% Total meetings & after-work emails 34% Interruptions, workday length, and manager responsiveness 14% Meeting size Increase Decrease 29% Focus Time Source: Worklytics, April 2020 @StaciaGarr, @RedThreadRe
  10. 10. © 2020 RedThread Research. All Rights Reserved. Working from home is changing our workday in meaningful ways 23% Total meetings & after-work emails 34% Interruptions, workday length, and manager responsiveness 14% Meeting size 29% Focus Time Source: Worklytics, April 2020; Gallup 59% of US workers who are working from home would prefer to keep doing it Decrease Increase @StaciaGarr, @RedThreadRe
  11. 11. © 2020 RedThread Research. All Rights Reserved. Working alone (or so it seems) @StaciaGarr, @RedThreadRe
  12. 12. © 2020 RedThread Research. All Rights Reserved. Synchronous, high-interaction collaboration tools are now critical in our daily lives 21% 43% 02 March, 2020 31 March, 2020 Sources: Microsoft, Remote work trend report: meetings, April 2020; Zoom Daily Users Surge to 300 Despite Privacy Woes, April 22, 2020, Bloomberg. % of people conducting meetings on Microsoft Teams 0 50 100 150 200 250 300 350 Jan-20 Feb-20 Mar-20 Apr-20 Number of monthly Zoom users #ofUsersinMillions @StaciaGarr, @RedThreadRe
  13. 13. © 2020 RedThread Research. All Rights Reserved. Working in uncertainty @StaciaGarr, @RedThreadRe
  14. 14. © 2020 RedThread Research. All Rights Reserved. More people are more stressed Source: Gallup Panel Survey, March 2020, based on self-reported responses from full-time employees 37% 48% 60% 65% Experiencing daily worry Experiencing daily stress 2019 2020 @StaciaGarr, @RedThreadRe
  15. 15. © 2020 RedThread Research. All Rights Reserved. Manager clarity connected to wellbeing 30% 35% 40% 45% 50% 55% 60% March 13-16 March 16-19 March 19-22 March 23-26 March 27-29 %ofEmployees Employee Responses to COVID-19 Org Communicated Clear Plan of Action Supervisor Keeps Me Informed Feel Well Prepared to Do My Job Org Cares About My Wellbeing Source: Gallup Panel Survey, March 2020, based on self-reported responses from full-time employees @StaciaGarr, @RedThreadRe
  16. 16. © 2020 RedThread Research. All Rights Reserved. Many organizations are excelling at providing information… Organizations are providing information to employees… 80%: “My employer is better prepared at dealing with COVID-19 than my country” Source: Edelman, Trust Barometer Special COVID-19 Update, April 2020. @StaciaGarr, @RedThreadRe
  17. 17. © 2020 RedThread Research. All Rights Reserved. …but employees need a way to contribute their insights, too Organizations are providing information to employees… …but too often, employees don’t have a way to provide it back 48%: implement continuous listening/feedback platforms Source: Mercer, Global Talent Trends 2020, March 2020. @StaciaGarr, @RedThreadRe
  18. 18. © 2020 RedThread Research. All Rights Reserved. How will this be different after COVID-19? Hint: Not much© 2020 RedThread Research. All Rights Reserved. @StaciaGarr, @RedThreadRe
  19. 19. © 2020 RedThread Research. All Rights Reserved. How we should think about employee experience… …and how it is different from just two months ago @StaciaGarr, @RedThreadRe
  20. 20. © 2020 RedThread Research. All Rights Reserved. The Four Levers of Employee Experience Articulated Accountability Supportive Culture Aligned Measurement Clear Philosophy Source: RedThread Research, 2020. @StaciaGarr, @RedThreadRe What is an experience and who should it benefit? How can employees be supported? How can we be sure experience is happening as we want? Who is responsible for what?
  21. 21. © 2020 RedThread Research. All Rights Reserved. Lever 1: Clear Philosophy Target Audience Who is it for? Clear Philosophy Clear Definition What is it? Relationship to Engagement How is it different? Source: RedThread Research, 2019. @StaciaGarr, @RedThreadRe
  22. 22. © 2020 RedThread Research. All Rights Reserved. Philosophy: EX challenges and successes during COVID Photo by Doris x on Unsplash © 2020 RedThread Research. All Rights Reserved. @StaciaGarr, @RedThreadRe
  23. 23. © 2020 RedThread Research. All Rights Reserved. Lever 2: Supportive Culture Culture Anchored to Experience Well-defined and communicated values, beliefs, assumptions Five Essential Behaviors of a Supportive Culture • Collaboration • Transparency • Psychological safety • Alignment • Feedback-sharing Supportive Culture Source: RedThread Research, 2019. @StaciaGarr, @RedThreadRe
  24. 24. © 2020 RedThread Research. All Rights Reserved. Believe in the business value of experience investments: “happy employees make happy customers” Supportive Culture EX Value employees and the experience, expertise, and insights they bring to the organization Assume that employees know best because they have first sight into customer feedback Source: RedThread Research, 2019. Anchoring culture to experience @StaciaGarr, @RedThreadRe
  25. 25. © 2020 RedThread Research. All Rights Reserved Five essential cultural behaviors @StaciaGarr, @RedThreadRe
  26. 26. © 2020 RedThread Research. All Rights Reserved. Culture: EX challenge and successes during COVID Photo by Hisu lee on Unsplash © 2020 RedThread Research. All Rights Reserved. @StaciaGarr, @RedThreadRe
  27. 27. © 2020 RedThread Research. All Rights Reserved Lever 3: Articulated Accountability Distributed Accountability Develop an employee experience strategy and address large-scale issues Centralized Accountability Share meaningful feedback and effectively respond to it Articulated Accountability Source: RedThread Research, 2019. @StaciaGarr, @RedThreadRe
  28. 28. © 2020 RedThread Research. All Rights Reserved Different Levels, Different Responsibilities @StaciaGarr, @RedThreadRe
  29. 29. © 2020 RedThread Research. All Rights Reserved Accountability: EX challenges and successes during COVID Photo by Malte Wingen on Unsplash © 2020 RedThread Research. All Rights Reserved.
  30. 30. © 2020 RedThread Research. All Rights Reserved. Lever 4: Aligned Measurement Analytics Maturity Measurement aligned to organizational data analytics capabilities Outcome Metrics Data analytics strategy aligned to key business metrics Aligned Measurement Source: RedThread Research, 2019. @StaciaGarr, @RedThreadRe
  31. 31. © 2020 RedThread Research. All Rights Reserved. Questions we are hearing • How often should we pulse? • What are the "best" questions? • Should an open end be included? • How do we action more frequent feedback? • Who should see the feedback results? • What modes of data collection should be used? © 2020 RedThread Research. All Rights Reserved. @StaciaGarr, @RedThreadRe
  32. 32. © 2020 RedThread Research. All Rights Reserved. Measurement: EX challenges and successes during COVID Photo by Daniel von Appen on Unsplash © 2020 RedThread Research. All Rights Reserved. @StaciaGarr, @RedThreadRe
  33. 33. © 2020 RedThread Research. All Rights Reserved. Getting started 1. Select a targeted question to answer 2. Find a champion who will take accountability / drive action 3. Start small (pulse surveys or two-way communication tools) 4. Help your champion understand key insights 5. Communicate to employees @StaciaGarr, @RedThreadRe © 2020 RedThread Research. All Rights Reserved.
  34. 34. © 2020 RedThread Research. All Rights Reserved. Now’s the time to create experiences that endure Photo by Vashishtha Jogi on Unsplash @StaciaGarr, @RedThreadRe © 2020 RedThread Research. All Rights Reserved.
  35. 35. © 2020 RedThread Research. All Rights Reserved. Please reach out! Stacia Garr Co-Founder & Principal Analyst stacia@redthreadresearch.com https://www.linkedin.com/in/staciashermangarr/ @StaciaGarr | @redthreadre Melissa Arronte Solution Principal marronte@Medallia.com https://www.linkedin.com/in/melissa-arronte-0008a02/
  36. 36. © 2020 RedThread Research. All Rights Reserved. Scan this! Get the full report: https://redthreadresearch.com/2019/10/09/ex/ @StaciaGarr, @RedThreadRe (You will need to sign up for a free membership)

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